Case Study: Bank Mega achieves faster, more reliable customer service with UiPath

Banking on robots to boost service

Bank Mega, a major Indonesian bank, was struggling with manual, error-prone back-office and call-center processes that were stretched further by COVID-19 and high call volumes (about 135,000 calls/month). To maintain service levels, reduce errors and improve compliance, Bank Mega partnered with UiPath in 2018 to deploy Robotic Process Automation (RPA).

Using UiPath (with implementation partner IDstar), Bank Mega automated more than 30 processes, cutting service-request completion from 6–24 hours to under five minutes, reducing reconciliation from six hours to almost immediate, and trimming customer verification from 3–4 hours to five minutes. The UiPath RPA rollout boosted speed, consistency, compliance and business continuity, enabled plans to automate 200+ additional processes, and proved easy to learn—new trainees were able to build bots in days.

Bank Mega

Yoyo Juhartoyo

IT Electronic Channel Head